Essentials Courses
Call Design’s range of Essentials Training courses are designed to improve staff performance, hone management skills and optimise workforce processes. No course lasts more than three days, but that short time is used to its maximum potential.
Depending on the course, your Call Design consultant will teach you everything you need to know about Workforce Management.
Workforce Management Essentials
During this 3-day course, you will learn the principles and practical skills that are essential for all workforce planning initiatives, including forecasting, scheduling, analysis and contingency planning.
Workforce Management for Team Leaders
Often we ‘grow up’ in the contact centre and are promoted into leadership roles needing to interpret specialised, highly technical contact centre data into human terms. This 1-day course will teach team leaders what they need to know to understand basic workforce management.
WFM for Real Time Analysts
This 1-day WFM for Real Time Analysts course is designed to give your RTAs the tools they need to do their job better. It covers everything from Workforce Management fundamentals to tracking and analysis as well as what needs to be considered when things don’t go according to plan.